Not receiving my approved/verified benefit from the EBB program

The issue with applying my EBB program benefit to my service is overwhelmingly frustrating...Xfinity customer (dis)service says contact the EBB program, the EBB program says to contact my service provider....meanwhile two billing cycles later (total loss of $100 that should have been covered by the EBB program) and no one can help. I have completed the first app through the EBB program site, received my approval confirmation AND the completed the Xfinity app - with all of the same information, only to be denied by Xfinity with their reason being that I have not submitted an app through the EBB program website. Yet, I have!! Customer service is supposed to do just that, serve the customer...but all that they serve is [Edited: "Language"].

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Responses

EG

Expert

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111.6K Messages

4 years ago

Concern moved here for greater exposure to actual Comcast employees.

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U

user_4ce026

Visitor

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13 Messages

4 years ago

Same! I'm at the end of my rope after my call tonight! I just called internet essentials number (maybe my 6th call to xifinity) after multiple denials of XFINITY applications. (I AM APPROVED via the FCC, have email and ID# proof) I was told by the agent that the EBB credit was already applied to my account on the 28th and I would see the EBB applied twice on the next bill to reflect a past month credit as well. I got so excited that this very time consuming & frustrating experience might finally be resolved!! (Have been going back and forth since 5/12) But I was still a little confused because my last denial email from Xfinity was received on the 31st (the previous on the 27th)... so I dared to ask about this just to confirm. I was placed on hold for her to research this and when the agent returned her whole demeanor was changed!!; from very understanding and kind to just plain rude!! She snapped when she returned and said if I was approved and then denied, I have to call the FCC because they need documents to further look into my eligibility and this would not be "on her hands"!!. On her hands? Now, more confused than ever!!.. I asked to please explain again because I had the email as proof of approval from the FCC, the denials were from xifinity. She just kept repeating that it's on them ?? I also asked how previously she was able see in my account that xifinity had applied the EBB credit on the 28th, now I'm denied. She said your account is pending because you were denied and you need to call the FCC. How is it possible i'm approved, pending & denied all in the same call? I had had enough of the way she was speaking to me, I was nothing but nice (just throughly confused!) and started to ask for the number for the FCC and she spoke over me "you need to talk to the FCC I'm transferring you" and click. Please someone fix this!!!

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XfinityEmilyB

Official Employee

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2.1K Messages

Thank you for taking time out of your busy day to reach out to us here on our forum, @user_4ce026! It's difficult to find the time to make so many phone calls so I'm happy you reached us! We'll stick with you here until we reach a resolution together. Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 years ago

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H

Holls215

Visitor

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6 Messages

@user_4ce026 Do you by chance qualify through a dependent? If so, try applying through Comcast again if you haven't already done so. I qualify through my son and my application kept getting denied through Comcast because they were saying I either had to apply with the national verifier, my application with the national verifier is over 90 days, or I have the EBB benefit through another provider. Neither of those things are true. After speaking with the national verifier, they told me that Comcast needs to add my son's information to their application before it would register that I qualify. A few days ago, I spoke to a supervisor with Internet Essentials (they are the ones handling the EBB) and told him what the national verifier said about my son needing to be added to the application. He informed me that Comcast was working on updating their application for you to be able to add your dependent.

I just re-applied today, 6/4/21, and the application this time asked if I was qualified on my own or through a dependent. It never used to say that, believe me I know, I have been applying every 2 days since May 18. Once I checked that I qualify through my dependent, the application then opened up to input my son's information. Now Comcast's application should match the national verifier exactly and hopefully I will not get the dreaded "Action Required" email.

(edited)

4 years ago

Laceysuarez

Contributor

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14 Messages

Thank you for posting this. I have been having the same problem, probably for the same reason. I will apply again and see if it works this time.

4 years ago

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Y

yapi_mom

Visitor

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2 Messages

Any update? Have you been approved?

4 years ago

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XfinityRyanE

Official Employee

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1.1K Messages

Hello @Laceysuarez, We wanted to reach out and see if you had a chance to reapply for the EBB program, and if so how it went. Please feel free to reach out to us here if you run into any issues or have any questions about the process for the application.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

4 years ago

0

XfinityGabby

Official Employee

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1.5K Messages

4 years ago

Hello @user_e8a3bb, thank you for reaching out to us! I can certainly understand the frustration and I would like ot take a closer look and see what is going on with the account. Please send a private message with your name and address by following the instructions below:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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Customer Service

user_e8a3bb

Not receiving my approved/verified benefit from the EBB program

EG

user_4ce026

XfinityEmilyB

Holls215

Laceysuarez

yapi_mom

XfinityRyanE

XfinityGabby

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